Member Success Specialist

About the Opportunity

The organization is dedicated to transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to eliminate surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, this is an exciting opportunity. The organization reinvented the Centers of Excellence (COE) category in digital health. Today, 90% of the US population lives within 50 miles of a COE, and providers rank in the top 10% nationally. The team's execution has been recognized by the venture community, raising more than $96M in aggregate from investors. The impact has been externally proven in a study and featured as a case study.

The organization is looking for a team of Member Success Specialists to help scale Care Operations as the company continues to grow. The Member Success Team will play a critical role in the organization's success. Reporting to the manager of the Member Success Team, you will act as the definitive subject matter expert on the member journey, serving as the critical operational bridge between the Commercial and Client Success (CS) teams and the Care Team. Moving away from standard day-to-day casework, this strategic role ensures that high-impact client launches are flawlessly engineered, program guarantees are met, and the Care Team is fully equipped to deliver an unmatched experience from day one.

Key Responsibilities

• Drive Visible Scale: You will have a direct hand in how the organization expands its footprint, protecting the company's reputation at the highest level of enterprise business.
• Drive Systems Change: You'll have a front-row seat to the friction points in the current patient journey. You are excited to not just fix a problem once, but to collaborate with leadership and project managers to build better systems that prevent that problem from ever happening again.
• High-Stakes Visibility: Your work puts you at the intersection of the Care Team, Commercial Team, and Client Success. You will intervene in the care journeys of VIP members and high-priority clients, putting your problem-solving skills on a stage where leadership will see your direct impact on patient outcomes.
• Bridge the Gap: You enjoy being the "connective tissue" between clients and the Care Team. You'll take pride in smoothing over the bumps in the road, ensuring that even when things get complicated, the patient experience remains "white-glove" and seamless.
• Client-Facing Subject Matter Expert: Actively participate in external client meetings as the dedicated expert on the member journey, confidently answering complex stakeholder questions regarding the end-to-end member experience.
• Implementation & Post-Launch Support: Partner directly with the CS Account Manager during client onboarding and implementation, serving as the ongoing primary point of contact for member-related operational questions or concerns.
• Custom Journey Engineering: Translate nuanced client-specific requests into operational realities, modifying the member journey map to accommodate custom client requirements without disrupting core performance.
• Funnel Oversight & Performance Reporting: Keep proactive "eyes on the funnel" early in the implementation cycle; handle manual reporting. Work with data and CS to prove program efficacy and ensure contractual guarantees are met during the critical first month of launch and beyond.
• L&D Collaboration: Synthesize and transition nuanced, account-specific launch criteria directly to the Care Team Learning & Development (L&D) department to ensure training materials match custom client commitments.
• Workflow Trialing & Testing: Proactively trial and "dry-run" new patient journeys prior to go-live, identifying friction points, workflow gaps, or systemic barriers before they impact a live member.
• Cross-Functional Workflow Adjustments: Collaborate cross-functionally with Product and Engineering teams to adjust workflows, patch systemic bugs, and resolve technical hurdles (e.g., eligibility verification issues).

Required Qualifications

• Equivalent experience to an IC3 level within the current team.
• High level of comfort with the Care App and other internal tools to confidently represent the current member experience.
• Exceptional verbal and written presentation skills, with a proven ability to independently lead high-stakes external meetings and represent operational processes professionally to major clients.
• A background in testing workflows, managing product/engineering dependencies, and transforming abstract client requests into concrete standard operating procedures (SOPs).
• Comfort with pulling, aggregating, and analyzing manual operational data to build client-ready efficacy reports under tight deadlines.

Why you'll love working with us...

The organization is a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You'll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. The team believes in using data to inform decisions, technology to make jobs easier, and creative thinking to pave the future.

The organization is working with some of the most recognized and esteemed names in the country. Top hospitals have joined the platform. Employers who use the benefit include US Foods, United Airlines, and large public sector organizations.

The organization empowers team members to be autonomous and provides a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same. Time is carved out to let go of work to celebrate successes and have fun.

The organization is a remote-first company with employees all over the United States and two office locations. The organization supports employees during the work day and beyond with flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person.

The organization embraces the team's diversity of thought, experience, and interests and knows that doing so makes the company stronger. The organization has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs). ERGs help employees build stronger connections through social, educational, and community activities.

You'll feel proud that the work you do each day directly impacts people's lives in big and meaningful ways.

Benefits

• Stock option plan
• Flexible schedules and remote work
• Chicago and San Francisco offices available
• Self-managed vacation days, within reason
• Paid parental leave
• Health, vision, and dental insurance
• 401K retirement plan

About the Organization

The organization is a health tech company that brings value-based care to the masses. It helps employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes through the power of technology and human-centered design. Since launching, the organization has partnered with Fortune 500 employers and top hospitals across the nation. It has been recognized by Harvard Business School and featured in various publications. The organization believes it's only scratching the surface of its opportunity and is looking for incredible people to help realize its full impact.

Salary range: $68,500 - $79,500 depending on geography and level of experience, plus equity and an annual bonus.